We've built a brand new two-way integration that makes the combination of Intercom and Salesforce a whole lot more powerful.

• Create Salesforce leads in one click from the inbox or profiles - no more copy-pasting 😍
• Send conversations to Salesforce as tasks to keep track of customer interactions 🙌
• Use Salesforce data in Intercom to get context, auto assign conversations and trigger messages 💥

Set up takes just a couple of clicks from the integrations hub. Check out our docs for more details.

Note: This replaces our previous Salesforce integration. If you're using the old integration, it will continue to work but we recommend installing the new one as it lets you do much more.

We’re excited to introduce Operator, our new bot for better customer experiences. Watch this quick video to see Operator in action:

Operator is simple, smart, and helpful

• Automated skills: Operator owns simple tasks without any help from your team
• Continuous improvement: Powered by machine learning, Operator gets smarter over time
• Tactful interactions: Every interaction is designed to give the best customer experience

You can manage and discover skills of Operator in settings or check out our docs to learn more.

When you snooze a conversation you now have the option to choose a specific day and time for the conversation to reopen. This can be really helpful when you need to follow up on a conversation on a specific date that isn't covered in our quick preset options.
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To learn more check out our docs.

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Now you can delete selected parts of a conversation from the inbox. It’s great for situations when you, or a customer, might accidentally share sensitive information during a chat.
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The option to delete parts of a conversation is available for apps in Dutch, English, French, German, German (Formal), Portuguese, Portuguese (Brazilian), Russian, and Spanish. More languages will be supported in about two weeks.

Note that this action deletes the message from the inbox and the Messenger, but won’t delete it from your customers’ email.

Check out our docs to learn more.

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We’ve made it possible to edit the name of leads you have conversations with on your website. Now future conversations and messages can be more personal by addressing a lead by their real name.

Once a lead becomes a user this field is no longer editable.

We released conversation ratings – a more effective way to survey, measure, and act on customer satisfaction. Check out this quick video to see how it works.
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With conversation ratings you get more out of measuring customer satisfaction with:

• Surveys sent through the Intercom Messenger and email
• Emoji ratings that get more responses and better capture the customer’s experience
• Positive feedback delivered straight to the team inbox
• Conversation ratings recorded as a user data attribute to segment and target messages

Enable conversation ratings in your app settings and learn more about how they work in our docs.

We’ve made it easier for you and your team to prioritize conversations in both our web and mobile apps by adding indicators that tell you when a conversation is new or unread.

We’ve added a new feature to the team inbox called snooze. It’s great for situations when a conversation isn’t ready to be closed. For example:

• You are waiting on a lead to reply, but want to set a reminder to follow up if you haven’t heard from them
• You’re having conversation with a customer, but their question requires more investigation and you want to follow up when you have an answer

Check out this quick video to see how it works:

Learn more about how snooze works in our docs.

In the team inbox and in our mobile apps you can now add and remove people to a conversation and communicate with them as a group via email, and the messenger.

We hope these improvements will make conversations involving you and multiple stakeholders easier to manage and quicker to resolve. Check out our docs to learn more.

You can now filter your users and leads to target people based on if and when they last opened an email from you or clicked on a link inside an email you sent them.

These filters give you a new way to identify your users and leads who are engaged and those who aren’t. This lets you prevent messages from being sent to inactive or disengaged people, which will improve your email deliverability rate.